Senior CRM Strategy & Personalisation Architect

Currys; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid working

Private medical insurance

Life Assurance

Discretionary bonus

Currys Campus at Waterloo (WeWork)

Job summary

Currys, via iD Mobile, is seeking a Senior CRM Strategy & Personalisation Manager in London. You’ll shape the CRM strategy for iD Mobile, moving to data-led, automated personalisation and define who we talk to, when, and through which channels, within guardrails to grow retention and long-term value.

You will lead a cross-functional team, own outbound CRM activities, and drive the technology evolution for automation and AI-driven decisions. Hybrid working is offered.

Qualifications

• Bachelor-level or higher in business/marketing preferred.
• Significant CRM, lifecycle or customer marketing experience with strategy/segmentation/personalisation.
• Experience automating segmentation and audience strategies.

Responsibilities

• Define and lead CRM strategy across the customer lifecycle to drive engagement, retention and margin.
• Own data-driven customer targeting and segmentation.
• Shape contact strategy, channel mix and hierarchy for well-sequenced communications.
• Evaluate and introduce new channels such as RCS and WhatsApp.
• Deliver a personalisation roadmap using Hightouch, Movable Ink, and Salesforce Marketing Cloud.
• Turn commercial and profitability guardrails into audience, offer and contact decisions.
• Own outbound calling lists for Sales and Retentions, aligned to CRM activity.
• Line-manage the Insight and Data Planning Manager, promoting a test-and-learn culture.
• Lead CRM technology evolution, including automation and AI-driven decisioning.
• Present CRM strategy and performance to senior leadership.

Skills

Customer segmentation

Multi-channel strategy

GDPR/PECR compliance

Data-driven targeting

Commercial acumen

Cross-functional influence

Mobile/telecoms/subscription

WhatsApp and RCS familiarity

Predictive analytics/CLV modelling/AI

Education

Degree in business or marketing

Tools

Hightouch

Salesforce Marketing Cloud

Job description

Currys, via iD Mobile, is seeking a Senior CRM Strategy & Personalisation Manager in London. You’ll shape the CRM strategy for iD Mobile, moving to data-led, automated personalisation and define who we talk to, when, and through which channels, within guardrails to grow retention and long-term value.

You will lead a cross-functional team, own outbound CRM activities, and drive the technology evolution for automation and AI-driven decisions. Hybrid working is offered.